Customer Service Email Templates

I need a set of clear, ready-to-send customer service email templates for a UAE-based airline. Every message will be used to respond to customer inquiries about flight bookings and reservations, so the tone must be polite, professional, and consistent with aviation industry standards.

Key points I must see covered:
• Direct answers to booking and reservation questions
• Accurate payment and refund information, including typical processing times and any required forms
• Friendly openings and closings that reflect Gulf hospitality and the airline’s brand voice
• Placeholders for passenger name, booking reference, flight details, and amounts so agents can personalise quickly

Please structure the final delivery as:
1. A master style guide (one page) outlining tone, greeting options, and signature lines.
2. Five email templates that cover the most common scenarios: initial inquiry, booking confirmation clarification, fare change request, refund request, and follow-up update.
3. A short FAQ section (bullet points) that agents can copy-paste for quick answers on payment or refund policies.

Keep the language concise, free of jargon, and easy to localise if we later choose to translate the content.